Technical support Representative – Network/Cyber Security

Your potential has a place here with TTEC’s award-winning employment experience. As a Technical support Representativeworking onsite in Mohali, you’ll be a part of bringing humanity into business. #experienceTTEC

Our purpose, team, and company culture are amazing and our Great Place to Work® certification in India says it all!

What are we looking for?

We are seeking passionate Technical Support Representative to join our rapidly growing Global Support and Services organization. As the interface between our customers, field engineers and development, you will be a key contributor driving our cross-organizational projects, owning our ticketing system and future migrations, building tools that will help improve productivity, driving innovation, and more. We are seeking someone with a proven track record of leading support and services efforts on a variety of platforms, including Windows, Mac, and Linux.

What will you do?

• Provide grade A support for our lucrative enterprise customers base in the EMEA
• Lead burning escalations from end-to-end while owning all of the technical and managerial aspects of the issue
• Define, build, and implement tools to improve the speed and quality of support
• Assist with the design and rollout of new support channels and service offerings
• Develop and maintain standard operating procedures for common situations
• Analyze support workflows and make suggestions to improve efficiency and effectiveness
• Working closely with the directors in the organization and other senior management to help customer service deliver on their components of overall company goals and objectives

What experience or knowledge should you bring?

• Minimum 2 years of experience in customer support, or a customer-facing technical role (e.g. Technical Support, Customer Success, Professional Services)
• Experience with deliver customer services, both frontline, second and third tier levels, preferably within a SaaS B2B vendor environment
• Expert level proficiency in Windows, Mac, or Linux and Knowledge on cloud platforms i.e., AWS, GCP, or Azure experience is an advantage
• Network or Endpoint Security background required
• Excellent customer-facing abilities, and strong problem-solving as well as troubleshooting skills and Demonstrated understanding of common customer service tools (Ticketing, Voice, Chat) and processes
• Excellent written and verbal communication skills in English (other languages are a plus)
• Ability to analyze and identify improvements in service systems and Experience in managing cross-team projects to completion

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives

A Bit More About Your Role

We’re committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family.

You'll report to a Team Lead. We are regularly hiring for this role. You'll contribute to the success of the customer experience and the overall success of the team.

About TTEC

TTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology. Our work connects people and brands every day—and it starts with the talent behind the experience.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing services and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.